PIVOTAL DEVELOPMENT:ENHANCING SOCIAL CRMDaren KinnairdTechnical Architect
Paul GreenbergAuthor of CRM at the Speed of Light,Defines Social CRM:“Philosophy and a business strategy, supportedby a te...
Pivotal Development:Enhancing Social CRM  • A Quick Introduction  • Getting Started with Social CRM  • Two Practical Examp...
Social CRM StrategyWe don’t just integrate; we want to take:        •   Take Action        •   Take Advantage        •   T...
Key Features   •   Uncover social media intelligence   •   Take action on social media insights   •   Grow your social med...
Functionality•   Social Media Sites        •   Google Blog Search•   Account Linking           •   Social Media Communicat...
SCRM 6.0 CompatibilityPivotal 6.0.6 - 6.0.10 installed   • CMS, FS, HBPivotal Smart Client
SCRM 6.0.10 CompatibilityPivotal 6.0.10 installed   • Pivotal Contact Management 6.0.8.1   • Sales Force Automation 6.0.8....
Install Steps•   Import Social CRM Transporters•   Import Language Strings•   Customize and Setup
What We Have So Far                 Business Module      Pivotal                       Customer                   Sales Fo...
Corporate Account Configuration• Setup Corporate Accounts
Employee Configuration
Online Presence
Online Presence• Find out what is being said on Facebook, Twitter…• Minimize the need to go somewhere else
Actions• Engage while looking at social media updates and  create actions on them• Basic actions like adding a lead from t...
Action Examples •   Outlook Tasks (PCM) •   Stay Connected (Tweet or Re-Tweet) •   Lead (SFA) •   Support Incident (CSS)
Scenarios for Action  • Consolidate Tweets within the same company  • Facebook events     - Invite CRM Contacts to your Fa...
Out of the Box Actions
Practical Example #1 • Enhance the Action Menu • Create a new Activity • Default data from the Social Update
Notification Event Handler   In computer programming, an event   handler is an asynchronous callback      subroutine that ...
Event                 Handler  Notification
Notification Handlers
Review Existing Notifications
Notification Handlers
Referencing SCRM using CdcSoftware.Pivotal.Applications.Scrm.Client; using CdcSoftware.Pivotal.Applications.Scrm; using Cd...
Notification Event in Code
New Actions
Setting up the Handler
Defaults for a Social Status
Defaults for Social User
New Activity
Practical Example #2 • Hashtag Search • Using the Twitter Interface to extend the   functionality • Display Search Results
Integrate Social Media
Notification, One More Time
Handler
Searching Twitter
Populating the Results
Searching
Action
Techniques • Notification Event Handlers    • Global    • Table    • Instance • Social Media Interfaces    • Twitter    • ...
QUESTIONS?
Pivotal Development: Enhancing Social CRM
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Pivotal Development: Enhancing Social CRM

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Gain coding skills you can apply right away.

Daren Kinnaird, Technology Architect & Manager, CRM Development Services, Pivotal

Published in: Technology, Business
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  • Uncover social media intelligence by identifying prospects, tracking deal chatter, monitoring sentiment, spotting customer complaints and issues, and more Take action on social media insights by generating leads, assigning tasks, opening service tickets, and more Grow your social media presence by easily reaching out to contacts to invite them to join your social networks Simplify social media marketing by coordinating communications and launching them across channels in a single step Find connections between prospects, customers, consultants, influencers, and decision-makers to gain introductions and entry into opportunities Improve public relations by identifying and addressing customer issues reported on social media sites
  • Pivotal Development: Enhancing Social CRM

    1. 1. PIVOTAL DEVELOPMENT:ENHANCING SOCIAL CRMDaren KinnairdTechnical Architect
    2. 2. Paul GreenbergAuthor of CRM at the Speed of Light,Defines Social CRM:“Philosophy and a business strategy, supportedby a technology platform, business rules,workflow, processes and social characteristics,designed to engage the customer in acollaborative conversation."
    3. 3. Pivotal Development:Enhancing Social CRM • A Quick Introduction • Getting Started with Social CRM • Two Practical Examples
    4. 4. Social CRM StrategyWe don’t just integrate; we want to take: • Take Action • Take Advantage • Take Initiative • Take Notice
    5. 5. Key Features • Uncover social media intelligence • Take action on social media insights • Grow your social media presence • Simplify social media marketing • Find connections • Improve public relations
    6. 6. Functionality• Social Media Sites • Google Blog Search• Account Linking • Social Media Communication• Activity Viewing • CRM Actions• Aggregate Views • Facebook Event Management• Social Media Searches • Social Media Activity Tracking• Social Media Monitoring • Relationship Tracking• Insider Views
    7. 7. SCRM 6.0 CompatibilityPivotal 6.0.6 - 6.0.10 installed • CMS, FS, HBPivotal Smart Client
    8. 8. SCRM 6.0.10 CompatibilityPivotal 6.0.10 installed • Pivotal Contact Management 6.0.8.1 • Sales Force Automation 6.0.8.1 (Optional) • Customer Service and Support 6.0.8.1 (Optional) • Social CRM 6.0.10.1Pivotal Smart Client
    9. 9. Install Steps• Import Social CRM Transporters• Import Language Strings• Customize and Setup
    10. 10. What We Have So Far Business Module Pivotal Customer Sales Force Contact Service and Automation Management Support Social CRM
    11. 11. Corporate Account Configuration• Setup Corporate Accounts
    12. 12. Employee Configuration
    13. 13. Online Presence
    14. 14. Online Presence• Find out what is being said on Facebook, Twitter…• Minimize the need to go somewhere else
    15. 15. Actions• Engage while looking at social media updates and create actions on them• Basic actions like adding a lead from their online presence • Facebook, LinkedIn...
    16. 16. Action Examples • Outlook Tasks (PCM) • Stay Connected (Tweet or Re-Tweet) • Lead (SFA) • Support Incident (CSS)
    17. 17. Scenarios for Action • Consolidate Tweets within the same company • Facebook events - Invite CRM Contacts to your Facebook event. • Facebook and Twitter Relationships - Get connected to the Opportunity - Identify influencer relationships on an opportunity.
    18. 18. Out of the Box Actions
    19. 19. Practical Example #1 • Enhance the Action Menu • Create a new Activity • Default data from the Social Update
    20. 20. Notification Event Handler In computer programming, an event handler is an asynchronous callback subroutine that handles inputs received in a program.
    21. 21. Event Handler Notification
    22. 22. Notification Handlers
    23. 23. Review Existing Notifications
    24. 24. Notification Handlers
    25. 25. Referencing SCRM using CdcSoftware.Pivotal.Applications.Scrm.Client; using CdcSoftware.Pivotal.Applications.Scrm; using CdcSoftware.Pivotal.Applications.Scrm.Data.Element;
    26. 26. Notification Event in Code
    27. 27. New Actions
    28. 28. Setting up the Handler
    29. 29. Defaults for a Social Status
    30. 30. Defaults for Social User
    31. 31. New Activity
    32. 32. Practical Example #2 • Hashtag Search • Using the Twitter Interface to extend the functionality • Display Search Results
    33. 33. Integrate Social Media
    34. 34. Notification, One More Time
    35. 35. Handler
    36. 36. Searching Twitter
    37. 37. Populating the Results
    38. 38. Searching
    39. 39. Action
    40. 40. Techniques • Notification Event Handlers • Global • Table • Instance • Social Media Interfaces • Twitter • Facebook • LinkedIn
    41. 41. QUESTIONS?
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